Customer Relationship Management

August 22, 2019 Salesforce Acquires Tableau – A Smart Acquisition for Customer-Centric Analytics

Salesforce’s recent acquisition of business intelligence vendor Tableau sets the stage for a new frontier in customer data analytics. It marks a perceptive buy in a market that has seen significant emphasis in recent years on driving better marketing, sales, and service decisions based on hard data rather than gut feel.

August 20, 2019 Salesforce Acquires ClickSoftware to Expand Its Field Service Management

ClickSoftware announced an agreement with the giant CRM leader Salesforce to be acquired in a $1.35 billion deal.

July 24, 2019’s Q1 FY20 Earnings Demonstrate Platform Power

Salesforce continues to defy the odds by bringing home another massive quarter. The innovation ship continues full steam ahead this quarter, with another bevy of new products, new customers, and a laser focus on the customer via Customer 360.

June 05, 2019 SugarCRM Acquires Salesfusion to Enhance Its Marketing Automation Street Cred

Effective marketing automation is an integral part of building a strong sales pipeline. To bolster its capabilities for robust marketing automation, popular mid-market vendor SugarCRM recently announced it would be acquiring Salesfusion.

June 05, 2019 Oracle CX Cloud: A Compelling Solution for Those Leveraging Other Components of the Oracle Cloud Ecosystem

Oracle has faced an upswing of strong competition in the CRM and customer experience marketspaces: despite this, the Oracle CX Cloud portfolio delivers compelling value, particularly for larger organizations that have investments elsewhere in the Oracle Cloud stack.

June 05, 2019 Salesforce Jumps on the Blockchain Hype Train at TrailheaDX

Blockchain has been a much-touted innovation for improving the creation of trusted partner networks. Salesforce recently jumped on the blockchain hype train at its developer summit with the announcement of Salesforce Blockchain – but will the solution take flight?

June 05, 2019 Pipedrive Emerges as a Mid-Market CRM Leader in SoftwareReview’s CRM Quadrant

Pipedrive is a rapidly growing vendor in the CRM space; it’s particularly well-suited to small-to-mid sized organizations looking for high-velocity sales enablement. Pipedrive was recently recognized as a leader in the CRM space by SoftwareReviews.

June 04, 2019 Salesforce Outage Leaves Organizations Scrambling to Cover Core Processes for CRM

A Salesforce outage on May 17, 2019 left many of the popular CRM vendor’s customers in a lurch. The incident highlights that even reliable, big-name vendors like Salesforce are not immune from outages, and contingency plans are essential.

May 24, 2019 B-lay’s Java Health Check Service Enables a Proactive Response to Oracle License Changes

With over 15 billion installs of Java, it is highly likely that your organization has at least one, if not several, applications dependent on Java updates for bug fixes and security patches.

April 26, 2019 SugarCRM Acquires Collabspot to Tighten Email Integration Capabilities

SugarCRM, a popular contender in mid-market customer relationship management, recently announced it will be acquiring Singapore-based email and calendar integrations product Collabspot. This is a savvy direction for SugarCRM, allowing its solutions to better integrate with email providers such as Microsoft and Google.

March 28, 2019 Adobe and Microsoft Deepen Ties to Leapfrog Salesforce in Account-Based Experience (ABX)

Adobe, Microsoft, and LinkedIn are teaming up to enable account-based experiences (ABX) via deep integrations across all three platforms. A LinkedIn integration with Adobe's products assists in locating potential customers who can then leverage Microsoft Dynamics to execute the deals.

March 20, 2019 Salesforce Aims to Invest $2 Billion Over Five Years in Its Canadian Business

Salesforce, an established leader in a variety of customer experience domains, recently announced it will expand its Canadian footprint with a $2-billion investment over the next five years.

January 29, 2018 Sets Sights on $60 Billion in Revenue has laid its chips on the table with a plan to grow annual revenues from the current run rate of $10 billion a year to a whopping $60 billion a year by 2034. This note explores how Salesforce plans to achieve this ambitious goal and what it means for current and prospective customers.

May 19, 2017 Ensure Your Customer Experience Is Awesome, Not Off-Putting

​Improvements in data aggregation and analysis have opened new frontiers in customer targeting and customer intelligence, but striking the right trade-off between customer intimacy and “customer creepiness” can be a delicate issue. This note provides considerations to review when developing a data-driven customer intelligence program.